DEVELOP STAFF

Finding quality staff is still a challenge. Leading companies proactively explore more cost effective ways to attract and develop talent. In the past, many managers preferred looking for experienced staff that could be hired with short lead times and who were ready to perform the moment they arrived.

This has changed. Employees are now far more concerned with job security. Companies that want to hire good people have little choice but to develop their own people. Nearly 90% of companies that participated in a recent industry survey sponsored by i-Fundi recruit staff with no prior experience. Over 56% of the respondents currently run learnerships benefiting both new and experienced staff, 87% of which are considered to be a success.
The benefits of such programmes are many:

• Attract highly motivated people: New work seekers appreciate the employment opportunity that they are being given. They are highly motivated individuals who are prepared to work for less and willing to make a real investment in their future knowing that they will receive a national certificate at the end.
• Well trained people make all the difference:  Many of the challenges – such as not meeting targets, customer complaints, quality issues, and cost overruns are caused by unskilled people. On the contrary, well trained people are easier to manage and deliver better results. It makes sense therefore to invest in the training of people, particularly in light of the generous financial incentives provided by government and i-Fundi’s proven track record in being able to produce measurable improvements in performance.
• Lower attrition: Learners appreciate their first job and the growth opportunities within the contact centre industry. They are therefore willing to make the necessary sacrifices particularly if they know that a company invests in their continuous development.   Experience has shown that being part of an on-going learning programme retains staff for a longer period. One day of on-going training is equal to one month of prolonged retention. 
• Better engagement: Knowing that a company invests in their employee’s growth improves motivation which means better customer engagement. In other words, the more an employee is engaged, the more likely they are to close sales or offer quality service, which leads to repeat business and customer loyalty.
• Professionalising the industry: In the long term, the only way to address the current skills shortage is for companies to make a contribution to growing the skills pool of the industry. Training within the current National Qualifications Framework (NQF) provides clear standards that help to improve the quality of learning. The framework also outlines a ladder for professional growth and career progression which helps to dispel the notion that contact centre work is a stepping stone for other occupations. As more and more graduates can prove their professional achievements through a nationally recognised certificate, recruiters will then find it easier to find the qualified candidates.